Support Policy

Xtensions offers a dedicated support team that would offer premium support to active users of its products. The Support feature is limited to products that have been purchased through us, and does not cover general Open Cart queries, interface issues with third-party tools beyond the scope of the product, as well as any usage environment issues that are beyond the technical specifications mentioned for that product.

Our Support team offers a Ticket based support interaction along with a guaranteed response and necessary communication with our development team if required. Usage of the Support feature is bound by the below guidelines that are deemed to have been completely understood while purchasing our products. All products carry a free year of premium support, which can be renewed at the discretion of the user.

Access to Support

A customer is allowed to access our support channel only when the product has a valid support license at that stage. Xtensions reserves its right to revoke the support in cases of objectionable communication, unauthorized access and falsification of credentials among est other such determining factors.

Time frames

The working hours of our support team would be between 10 AM and 5 PM GMT (Greenwich Standard Time) and users are requested to keep in mind the support time frames while addressing us. The Support Team would not be available on weekends and on designated holidays.

Responses

All genuine and necessary support queries would be addressed within 48 Business hours. Users are not supposed to submit a new support request while the existing query is still being resolved by us, and any new updates may be appended as a communication within the existing support query. Lack of proper information and repeat submissions would delay the time for resolving the query.

Format

Customers requesting a support on their purchases should submit a ticket through their account on our site, and any direct email communication and comment on our website would not generally be addressed. This is to streamline the support requests that we get from our customers. Customers are also requested to provide a clear and precise description of the issue that they are facing, along with the storefront URL and admin access details. A temporary FTP access to your hosting server should also be included for a faster resolution.

Support Issues

We offer premium support on the working functionality of all themes, modules, extensions, templates and associated software that have been purchased from us, with the customer having an active support license at that stage. Any relates support issue that is beyond the scope of the above can be charged for a resolution. Simple customization issues are resolved free of cost, and Xtensions reserves its right to charge customers for cases that require a prolonged time for customization.

Custom Needs

Customers can request for custom support in developing and modifying our products to suit their specific needs. All such cases would be charged on a case-by-case basis, along with a dedicated development team that would be assigned to the case. We offer complete interaction and status update in such custom requirements, along with a prior consensus on the expected time frame for completion of the task. The proprietary and intellectual rights for all such customization would be vested with us, and this also allows us to incorporate them in our future products unless agreed otherwise with the customer.

Other Platforms

In case the product is being used on a different eCommerce platform such as MijoShop or AceShop, we recommend purchasing an additional support package as the current premium support package would not include support for usage in that platforms.

External Interpretation

No external party such as an unrelated individual other then the customer, online forum or any other third-party would be allowed to interpret and suggest an opinion on our support interactions, development practices, findings, course of action etc. The decision of our support and development team would be binding on the customer.